Job Description

Customer Service Advisor (CSA)

Huntsman is seeking a Customer Service Advisor (CSA) supporting the Advanced Materials Division, located in Costa Rica. This position will report to the Customer Service Manager.

Job Scope

The Customer Service Advisor (CSA) is Huntsman's face to the customer, overseeing and ensuring the seamless execution of customer ordering processes. This role requires strong knowledge of systems, policies, and products within the business.

The CSA supports both internal and external customers and is responsible for effectively managing customer orders from receipt through delivery. The role requires the ability to track and improve efficiency and effectiveness through defined metrics and key performance indicators.

Additionally, the CSA must manage a high workload under tight schedules with a high degree of accuracy, while maintaining professional communication.

In summary, as a Customer Service Advisor (CSA), you will:

Order Management

• Manage day-to-day relationships and orders for assigned customer accounts, ensuring high-quality service built on integrity and trust.
• Perform all duties in accordance with established company and departmental processes, including handling customer orders, issues, product returns, cancellations, complaints, quotes, documentation requests, and data maintenance.
• Maintain strong product knowledge and recommend alternate or compatible products when necessary.
• Manage and resolve issues in a timely manner, including escalation and fee negotiation when required.
• Ensure proper application of service standards (“business rules”) in order management and delivery processes.
• Own streamlined processes such as returns or master data management, as required.
• Provide proactive communication and regular updates to customers and sales representatives.
• Manage order blocks in collaboration with Finance/Credit, Supply Chain Planning, and Logistics.
• Contribute to achieving and improving customer service KPIs, including order entry timeliness, confirmation time, order volume, and changes or cancellations.

Employee Activities

• Manage workload effectively, including order volume, calls, and emails, while prioritizing tasks and meeting deadlines.
• Act as a subject matter expert on systems and processes; participate in user acceptance testing as required.
• Handle additional responsibilities without impacting daily operations.
• Follow instructions and perform other duties assigned by supervisors or managers; assist in monitoring and balancing team workload.
• Maintain punctuality and adhere to scheduled work hours.
• Follow safe work practices and actively participate in EHS initiatives.
• Comply with company and departmental policies, including attendance and punctuality.
• Demonstrate customer service values aligned with the company’s mission.

Relationship Management

• Collaborate closely with manufacturing, logistics, credit, supply chain, technical, commercial, and pricing teams to ensure accurate and timely order processing and delivery.
• Address internal and external issues, returns, and complaints with urgency, ensuring resolution through completion.
• Manage assigned customer accounts or support inside sales activities, including order solicitation, price negotiation, and system entry; may include limited travel to meet customers.

Support Management

• Serve as a primary backup for the Team Lead and support team coverage during staffing gaps or system implementations.
• Participate in disaster recovery support and after-hours coverage as required.
• Design, maintain, and distribute reports.
• Manage additional communication channels (calls, emails, faxes) to ensure service continuity.
• Provide solutions to problems and support continuous improvement initiatives.
• Support team members in achieving Huntsman’s goals and objectives.

Employee Development

• Develop knowledge of products, services, processes, and industry conditions through training and self-development.
• Mentor new or struggling team members.
• Identify opportunities for continuous learning and professional development.
• Complete all required company training programs.

Qualifications

You must possess the below minimum qualifications to be initially considered for this position. Preferred qualifications are in addition to the minimum requirements and are considered a plus factor in identifying top candidates.

The candidate must have an unrestricted right to work for Huntsman in Costa Rica.

All candidates are expected to work at our office in AFZ, Heredia on Mondays, Wednesdays, and Thursdays. Please note that there may be occasions where additional office days are required, due specific business needs.

Minimum Qualifications

• Bachelor’s degree in Supply Chain, Engineering, Business, or a related technical field (completed or in progress).
• 2+ years of experience in Order Management and/or Supply Chain roles.
• Minimum English level: B2+.
• Experience with SAP Sales & Distribution and CRM modules.

Skills and Knowledge

• Strong organizational skills.
• Ability to multitask, prioritize workload, and meet deadlines.
• Ability to think independently, make decisions, and influence outcomes.
• Accurate data entry, typing, and strong written and verbal communication skills.
• Proficiency in Internet, email, and Microsoft Office tools.
• Bilingual proficiency in English and Spanish (written and spoken).
• Customer focus.
• Relationship building.
• Achievement orientation.
• Adaptability.
• Analytical thinking.
• Decision-making.
• Issue diagnosis and resolution.
• Communication skills.
• Internal channel navigation.
• Resilience.

Preferred Qualifications

• Experience in the chemical industry.
• Experience in manufacturing or similar industries.
• Intermediate proficiency in Excel.

Working Environment

• Fast-paced environment requiring high accuracy and multitasking.
• High interaction with internal and external stakeholders.
• Strict adherence to company policies, processes, and EHS standards.

Additional Locations: